問題

Users are unable to create a project and the following error is thrown:

hmm... we couldn't create your project due to an unknown error. Try refreshing the page to start again

One of the following errors appear in the atlassian-jira.log

http-apr-8080-exec-13 ERROR zentur 898x76908x1 qhaxx1 212.97.121.129,172.17.0.3 /rest/project-templates/1.0/templates [c.a.jira.project.ProjectCreateRegistrarImpl] The handler with id com.atlassian.jira.project-templates-plugin:apply-project-template-handler threw an exception while handling a notification about a project being created

2021-03-22 11:44:41,750-0800 https-jsse-nio-8443-exec-25 url:/jira/rest/proj...ates/1.0/templates username:admin ERROR admin 731x966254x2 qhaxx1 10.82.238.43 /rest/project-templates/1.0/templates [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: An error occurred while notifying that a project was created
java.lang.RuntimeException: An error occurred while notifying that a project was created

診断

Diagnostic Steps

This can be caused by a number of reason, which varies from case to case. For example:

• Due to collation

  http-apr-8080-exec-13 ERROR zentur 898x76908x1 qhaxx1 212.97.121.129,172.17.0.3 /rest/project-templates/1.0/templates [c.a.jira.project.ProjectCreateRegistrarImpl] The handler with id com.atlassian.jira.project-templates-plugin:apply-project-template-handler threw an exception while handling a notification about a project being created
  com.atlassian.activeobjects.internal.ActiveObjectsSqlException: There was a SQL exception thrown by the Active Objects library:
  Database:
  	- name:MySQL
  	- version:5.6.28
  	- minor version:6
  	- major version:5
  Driver:
  	- name:MySQL Connector Java
  	- version:mysql-connector-java-5.1.36 ( Revision: 4fc1f969f740409a4e03750316df2c0e429f3dc8 )
  java.sql.SQLException: Illegal mix of collations (latin1_swedish_ci,IMPLICIT) and (utf8_general_ci,COERCIBLE) for operation '='
  	at com.atlassian.activeobjects.internal.EntityManagedActiveObjects.find(EntityManagedActiveObjects.java:136)
  	at com.atlassian.activeobjects.osgi.TenantAwareActiveObjects.find(TenantAwareActiveObjects.java:291)

• Due to duplicated issue type

  2016-02-02 11:23:40.130911500 2016-02-02 11:23:40,122 http-nio-2990-exec-1301 ERROR sysadmin 683x221172x1 1ar6uib 4.15.43.214,165.254.226.114,127.0.0.1 /rest/project-templates/1.0/templates [c.a.jira.project.ProjectCreateRegistrarImpl] The handler with id com.atlassian.jira.project-templates-plugin:apply-project-template-handler threw an exception while handling a notification about a project being created
  2016-02-02 11:23:40.130915500 java.lang.IllegalStateException: An issue type with the name 'Incident' exists already. 

• This is on ID handler

  2016-03-23 14:25:22,035 http-bio-8443-exec-5 ERROR steve.healey 865x27879x1 6f63g5 10.1.0.241 /rest/project-templates/1.0/templates [c.a.jira.project.ProjectCreateRegistrarImpl] The handler with id com.atlassian.greenhopper.project.PermissionSchemeProjectCreateHandlerImpl.ProjectCreateHandler threw an exception while handling a notification about a project being created
  org.eclipse.gemini.blueprint.service.importer.ServiceProxyDestroyedException: service proxy has been destroyed

• Due to multiple entries in the Service Management Automation Rules table for the same THEN action ID.

  2017-03-13 16:38:23,284 http-nio-2889-exec-14 ERROR sysadmin 998x1598x2 1ce34rt 10.60.2.65 /rest/project-templates/1.0/templates [c.a.jira.project.ProjectCreateRegistrarImpl] The handler with id com.atlassian.jira.project-templates-plugin:apply-project-template-handler threw an exception while handling a notification about a project being created
  java.lang.IllegalArgumentException: Multiple entries with same key: workflowAction=Respond to customer and workflowAction=Respond to customer
  	at com.google.common.collect.ImmutableMap.checkNoConflict(ImmutableMap.java:150)
  	at com.google.common.collect.RegularImmutableMap.checkNoConflictInBucket(RegularImmutableMap.java:104)
  	at com.google.common.collect.RegularImmutableMap.<init>(RegularImmutableMap.java:70)
  	at com.google.common.collect.ImmutableMap$Builder.build(ImmutableMap.java:254)
  	at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.ThenActionConfigDataDao.loadConfigDataFromDbRows(ThenActionConfigDataDao.java:94)
  ...
  2017-03-13 19:04:27,264 http-nio-2889-exec-17 ERROR sysadmin 1144x72x2 4g695n 10.60.2.65 /rest/project-templates/1.0/templates [c.a.jira.project.ProjectCreateRegistrarImpl] The handler with id com.atlassian.jira.project-templates-plugin:apply-project-template-handler threw an exception while handling a notification about a project being created
  java.lang.IllegalArgumentException: Multiple entries with same key: commentType=internal and commentType=internal
  	at com.google.common.collect.ImmutableMap.checkNoConflict(ImmutableMap.java:150)
  	at com.google.common.collect.RegularImmutableMap.checkNoConflictInBucket(RegularImmutableMap.java:104)
  	at com.google.common.collect.RegularImmutableMap.<init>(RegularImmutableMap.java:70)
  	at com.google.common.collect.ImmutableMap$Builder.build(ImmutableMap.java:254)
  	at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.ThenActionConfigDataDao.loadConfigDataFromDbRows(ThenActionConfigDataDao.java:94)

  
  

  
  

• Due to NULL value in AO_9B2E3B_RULESET_REVISION table

  java.lang.NullPointerException
      at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.RuleSetRevisionDao.lambda$getActiveRuleSetRevisions$3(RuleSetRevisionDao.java:181)
      at java.util.stream.ReferencePipeline$3$1.accept(ReferencePipeline.java:193)
      at java.util.ArrayList$ArrayListSpliterator.forEachRemaining(ArrayList.java:1374)
      at java.util.stream.AbstractPipeline.copyInto(AbstractPipeline.java:481)
      at java.util.stream.AbstractPipeline.wrapAndCopyInto(AbstractPipeline.java:471)
      at java.util.stream.ReduceOps$ReduceOp.evaluateSequential(ReduceOps.java:708)
      at java.util.stream.AbstractPipeline.evaluate(AbstractPipeline.java:234)
      at java.util.stream.ReferencePipeline.collect(ReferencePipeline.java:499)
      at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.RuleSetRevisionDao.getActiveRuleSetRevisions(RuleSetRevisionDao.java:183)
      at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.dao.querydsl.RuleSetDaoImpl.getActiveRuleSetsMappedByRuleSetId(RuleSetDaoImpl.java:158)
      at com.atlassian.jira.cache.request.RequestCacheImpl.get(RequestCacheImpl.java:82)
      at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.RuleSetManagerImpl.lambda$getActiveRuleSetsMappedByRuleSetId$0(RuleSetManagerImpl.java:167)
      at io.atlassian.fugue.Option.map(Option.java:258)
      at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.RuleSetManagerImpl.getActiveRuleSetsMappedByRuleSetId(RuleSetManagerImpl.java:167)
      at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.RuleSetManagerImpl.getActiveRuleSetsByProjectId(RuleSetManagerImpl.java:145)
      at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.RuleSetManagerImpl.getActiveRuleSetsByProject(RuleSetManagerImpl.java:139)
      at com.atlassian.servicedesk.plugins.automation.internal.configuration.ruleset.RuleSetServiceImpl.getActiveRuleSetsByProject(RuleSetServiceImpl.java:147)
      ...

• Due to Bug JSDSERVER-4170 - Getting issue details... STATUS  
  

  
  

  java.lang.RuntimeException: org.codehaus.jackson.JsonParseException: Unexpected character ('П' (code 1055 / 0x41f)): was expecting comma to separate OBJECT entries
   at [Source: java.io.StringReader@1b32752; line: 11, column: 373]
  ...
  Caused by: org.codehaus.jackson.JsonParseException: Unexpected character ('П' (code 1055 / 0x41f)): was expecting comma to separate OBJECT entries
   at [Source: java.io.StringReader@1b32752; line: 11, column: 373]
  ...
         	at com.atlassian.jira.plugins.importer.sample.SampleDataImporterImpl.parseSampleData(SampleDataImporterImpl.java:64)

• Error is slightly different from others in the logs: "An error occurred while notifying that a project was created", in the UI the error is similar. Restarting the instance resolves this issue.

  2017-11-24 07:52:27,120 http-nio-8080-exec-16 ERROR asdfasd@fasdfasd 472x89140x1 r1xs08 111.111.111.11,11.11.1.11 /rest/project-templates/1.0/templates [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: An error occurred while notifying that a project was created
  java.lang.RuntimeException: An error occurred while notifying that a project was created
  	at com.atlassian.jira.bc.project.DefaultProjectService.notifyHandlersOfProjectCreated(DefaultProjectService.java:397)
  	at com.atlassian.jira.bc.project.DefaultProjectService.createProjectInternal(DefaultProjectService.java:379)
  	at com.atlassian.jira.bc.project.DefaultProjectService.createProject(DefaultProjectService.java:349)
  	at sun.reflect.GeneratedMethodAccessor5403.invoke(Unknown Source)
  	at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
  	at java.lang.reflect.Method.invoke(Method.java:498)
  	at com.atlassian.plugin.util.ContextClassLoaderSettingInvocationHandler.invoke(ContextClassLoaderSettingInvocationHandler.java:26)
  	at com.sun.proxy.$Proxy451.createProject(Unknown Source)
  	... 2 filtered
  	at java.lang.reflect.Method.invoke(Method.java:498)
  	at com.atlassian.plugin.osgi.bridge.external.HostComponentFactoryBean$DynamicServiceInvocationHandler.invoke(HostComponentFactoryBean.java:136)
  	at com.sun.proxy.$Proxy451.createProject(Unknown Source)
  	at com.atlassian.jira.projecttemplates.service.ProjectTemplateServiceImpl.applyProjectTemplate(ProjectTemplateServiceImpl.java:173)
  	at com.atlassian.jira.projecttemplates.rest.ProjectTemplatesResource.createProjectFromFormRequest(ProjectTemplatesResource.java:170)
  	... 3 filtered
  	at java.lang.reflect.Method.invoke(Method.java:498)
  	at com.sun.jersey.spi.container.JavaMethodInvokerFactory$1.invoke(JavaMethodInvokerFactory.java:60)
  	... 12 filtered

• (MySQL only) Due to permissions set incorrectly for the user account used by Jira. The following (or similar) exceptions will be evident:

  caused by: com.atlassian.activeobjects.internal.ActiveObjectsSqlException: There was a SQL exception thrown by the Active Objects library:
  Database:
  	- name:MySQL
  	- version:5.7.33
  	- minor version:7
  	- major version:5
  	- name:MySQL Connector/J
  	- version:mysql-connector-java-8.0.18 (Revision: fef2894d751d47223192b706977b4a5bc41e6be4)
  java.sql.SQLSyntaxErrorException: REFERENCES command denied to user 'jiradbuser'@'jirasvr' for table 'AO_54307E_ORGANIZATION'

  Subsequently, exceptions like this could be present too:

  Caused by: java.sql.SQLSyntaxErrorException: Table 'jiradb.AO_319474_MESSAGE' doesn't exist
  	at com.mysql.cj.jdbc.exceptions.SQLError.createSQLException(SQLError.java:120)
  	at com.mysql.cj.jdbc.exceptions.SQLError.createSQLException(SQLError.java:97)

  There could be other similar exceptions, referencing other tables. Search for 'command denied to user' or 'doesn't exist' in the $JIRA_HOME/logs/atlassian-jira.log file to validate

  
  

ソリューション

Resolve the issue accordingly by solving the root cause pointed in the logs. 

• For Collation: Please change the collation to the supported collation as mentioned here
  • In certain cases, the issue persists even after changing the database collation. This can happen when the collation of the tables have been changed, but the columns within the have not.
    Please see this page from the MySQL documentation for more details, in particular the comment added to the bottom of the page.
• For Duplicated Issue type: Run integrity checker and remove the duplicated issue type if needed

• For Multiple entries in the Service Management Automation Rules table, please refer to the steps below.

  1. Identify the Duplicated entries by executing the SQL query below in the database.

     SELECT * FROM ao_9b2e3b_then_act_conf_data ORDER BY then_action_config_id;

  2. Example result below is showing that the THEN action with ID 1 has duplicated workflow actions to transition the issue to Respond to customer and duplicated actions to add internal comment. Both of the duplicated entries have to be removed.

     CONFIG_DATA_KEY	CONFIG_DATA_VALUE	ID	THEN_ACTION_CONFIG_ID
     workflowAction	Respond to customer	35	1
     workflowAction	Respond to customer	1	1
     commentType	内部	38	1
     commentType	内部	4	1

  3. After identifying what should be removed, back up your Jira data.

  4. Remove the duplicated (or multiple) entries from the table with the example SQL query below.

     DELETE FROM "AO_9B2E3B_THEN_ACT_CONF_DATA" WHERE "ID" IN (35,38);

  5. Jira を再起動します。

• For the bug, JSDSERVER-4170 - Getting issue details... STATUS , please refer to the bug report, especially if Service Management was originally installed with the Russian language as default (even if now it is another language) 
• For NULL value in AO_9B2E3B_RULESET_REVISION table :
  1. Jira を停止します。

  2. Use following SQL to identify the lines which have the NULL value in IS_SYSTEM_RULE_SET column.

     SELECT * FROM "AO_9B2E3B_RULESET_REVISION" WHERE "IS_SYSTEM_RULE_SET" IS NULL;

     データベースの変更を行う場合は必ず事前にバックアップを取得してください。可能な場合は、まずステージング サーバーで SQL コマンドの変更、挿入、更新、または削除を行うようにします。

  3. Set IS_SYSTEM_RULE_SET column to TRUE if the NAME of entry follows the pattern sd.notification.default.*, Otherwise set IS_SYSTEM_RULE_SET column to FALSE.
  4. Jira を再起動します。
• For ' (REFERENCES) command denied to user '...') - follow the this article to properly set up the database. Notice, Jira will need to be restarted for the new settings to take effect. In some cases, the user account on the db server needed to be re-created

• If the problem persists following a reboot, please contact Jira Support accordingly for further assistance.